Refund policy

Refund, Returns & 60-Day Money-Back Guarantee Policy

Last Updated: September 5, 2026

The Short Version

We want you to feel confident ordering from Facilis.

Purchases made directly through Facilis are covered by our 60-Day Money-Back Guarantee, beginning on the date your order is delivered.

If you receive your product, try it, and decide it is not right for you, contact us within 60 days of delivery at:

thefacilis@gmail.com

If your request qualifies under this policy, we will refund the eligible purchase amount to your original payment method.

Some products may also include a separate product warranty. Warranty coverage, where offered, will be identified on the applicable product page or in the warranty information supplied with that product.

 

 

1. Our 60-Day Money-Back Guarantee

Facilis provides a 60-Day Money-Back Guarantee beginning on the date your order is delivered to you.

The 60-day period does not begin on the date you place your order or on the date your order ships.

It begins on the date the applicable shipping carrier records the order as delivered.

For example, if your order is delivered on June 1, your 60-day guarantee begins on June 1.

If reliable carrier tracking is unavailable, we may use other reasonable evidence to determine the delivery date.

To qualify for the guarantee, your request must be submitted to us within the applicable 60-day period.

 

 

2. What the 60-Day Guarantee Covers

Our 60-Day Money-Back Guarantee is designed to give you an opportunity to receive, inspect, and reasonably try the product.

You may request a refund within 60 days of delivery if:

  • you tried the product and are not satisfied with it;

  • you decide the product is not right for you;

  • the product does not meet your reasonable expectations based on its description;

  • you change your mind about keeping the product; or

  • another eligible reason under this policy applies.

You do not need to invent a problem with the product in order to use our 60-Day Money-Back Guarantee.

If you are simply not satisfied, tell us.

The guarantee is subject to the reasonable eligibility requirements and exclusions explained below.

 

 

3. How to Request a Refund

To request a refund under our 60-Day Money-Back Guarantee, email:

thefacilis@gmail.com

Please include:

  • your order number;

  • the name or email address used to place the order;

  • the product for which you are requesting a refund; and

  • a short explanation of your request.

You do not need to provide a lengthy explanation.

For example, telling us that the product did not meet your expectations is sufficient to begin a request.

Depending on the circumstances, we may reasonably ask for additional information such as:

  • photographs of the product;

  • photographs of the packaging;

  • a short video showing a product issue;

  • a serial or model number;

  • a shipping label; or

  • other information reasonably necessary to identify the order or investigate a problem.

We will not request unnecessary information merely to make the refund process difficult.

 

 

4. Do I Have to Return the Product?

It depends on the product and the circumstances.

For some refund requests, we may approve a refund without requiring the product to be physically returned.

For other products, we may require the product to be returned before the refund can be completed.

Whether a return is required may depend on factors such as:

  • the type of product;

  • the product's value;

  • its condition;

  • the reason for the refund;

  • safety considerations;

  • supplier requirements; and

  • whether the product can reasonably be returned.

Do not send a product back unless Facilis has provided return instructions.

If we require a physical return, we will provide the appropriate return instructions and return location.

The return location may be operated by one of our suppliers, warehouses, manufacturers, distributors, or fulfilment partners.

 

 

5. Important — Do Not Send Returns to Our Business Address

Our listed business address is:

6614 Ave U Unit #699
Brooklyn, NY 11234
United States

This address is provided for business identification and administrative purposes only.

It is not:

  • a return facility;

  • a warehouse;

  • a fulfilment center;

  • a retail store;

  • a customer-service location; or

  • an address where customer packages can be accepted.

Do not mail or return products to this address.

Products sent to this address without authorization may not be received and may not be recoverable.

Always contact:

thefacilis@gmail.com

before returning a product.

If your return is approved and a physical return is required, we will provide the correct return instructions.

 

 

6. Return Shipping Costs

If a product must be physically returned because you are using the 60-Day Money-Back Guarantee solely because of dissatisfaction or a change of mind, you may be responsible for the cost of returning the product unless Facilis provides a prepaid return label or tells you otherwise.

If the return is required because the product arrived:

  • damaged;

  • defective;

  • materially different from what was ordered;

  • incorrect; or

  • otherwise affected by an issue for which Facilis is responsible,

Facilis will provide an appropriate solution and, where a physical return is reasonably required, will arrange or cover reasonable return shipping as appropriate.

We will tell you whether return shipping is covered before asking you to send a product back.

 

 

7. Refund Amount

For an approved claim under our 60-Day Money-Back Guarantee, the refund will generally cover the amount actually paid for the eligible product after applicable discounts.

For example, if a product normally costs $100 but you purchased it for $80 using a promotion, the maximum product refund would generally be the $80 actually paid for that product.

Unless required by law or the refund results from an error attributable to Facilis, separately charged:

  • expedited shipping fees;

  • premium shipping upgrades; or

  • other optional delivery services

are generally not refundable for a change-of-mind or satisfaction-guarantee claim.

Where a product is defective, damaged, incorrect, or otherwise qualifies for additional rights under applicable law, appropriate shipping charges may also be refunded where required or appropriate.

 

 

8. Orders Containing Multiple Products

If your order contains multiple products, you may request a refund for one or more eligible products without necessarily requesting a refund for the entire order.

Refunds will be calculated based on the amount paid for the product or products being refunded.

If a discount was applied across multiple products, we may reasonably allocate the discount between the applicable products when determining the refund amount.

 

 

9. Bundles and Promotional Offers

Products purchased as part of a bundle, package, "buy more and save" promotion, gift-with-purchase promotion, or similar offer may have their refund calculated according to the discounted price actually allocated to the applicable product.

If returning part of a bundle causes the remaining products to no longer qualify for a bundle discount or promotion, we may adjust the refund to reasonably reflect the promotional pricing originally applied, where permitted by law.

Any such adjustment will not be used to deprive you of mandatory rights under applicable consumer law.

 

 

10. Condition of Products Under the 60-Day Guarantee

You are allowed to reasonably inspect and try a product during the guarantee period.

A product does not necessarily have to remain completely unused or unopened to qualify for our 60-Day Money-Back Guarantee.

However, the guarantee is intended to allow reasonable evaluation of the product.

It does not cover damage caused solely by:

  • deliberate destruction;

  • reckless use;

  • substantial misuse;

  • unauthorized modification;

  • intentional damage;

  • using the product contrary to clear safety instructions;

  • failing to perform clearly required maintenance;

  • loss or theft after successful delivery; or

  • fraudulent or abusive conduct.

Normal signs of reasonable use do not automatically make a product ineligible for the 60-Day Money-Back Guarantee.

 

 

11. Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible at:

thefacilis@gmail.com

Please provide:

  • your order number;

  • a description of the damage; and

  • photographs or video showing the damage where reasonably possible.

It is helpful to keep the original packaging until your claim has been reviewed.

Depending on the circumstances, we may provide:

  • a replacement;

  • replacement parts;

  • a refund;

  • another appropriate remedy; or

  • instructions for an applicable warranty claim.

Damage that occurred before or during delivery is handled separately from ordinary change-of-mind returns.

 

 

12. Defective or Malfunctioning Products

If a product does not operate as reasonably intended or appears to have a manufacturing defect, contact:

thefacilis@gmail.com

Please include your order number and a description of the problem.

We may ask for photographs, video, troubleshooting information, serial numbers, or other reasonable information necessary to identify the problem.

Depending on the circumstances and applicable coverage, Facilis may provide:

  • troubleshooting assistance;

  • replacement parts;

  • repair assistance;

  • replacement;

  • refund; or

  • assistance under an applicable product warranty.

A product being manufactured by a third party does not mean that you must independently pursue that manufacturer before contacting Facilis.

For products purchased directly through our store, Facilis will remain your primary customer-service contact.

 

 

13. Incorrect Products

If you receive a product that is materially different from what you ordered, contact us as soon as reasonably possible.

For example, this may include receiving:

  • the wrong product;

  • the wrong model;

  • the wrong quantity;

  • an incorrect variation; or

  • a materially incorrect item.

Email:

thefacilis@gmail.com

with your order number and photographs of what you received.

If we confirm that an incorrect product was sent, we will provide an appropriate remedy, which may include replacement or refund.

Where we require the incorrect product to be returned, we will provide appropriate return instructions.

 

 

14. Missing Items

If part of your order is missing, contact:

thefacilis@gmail.com

Please include:

  • your order number;

  • the item you believe is missing;

  • photographs of the package and contents where reasonably available; and

  • any relevant shipping labels.

Some orders may be shipped in multiple packages.

Before determining that an item is missing, we may check whether another shipment is still in transit.

If we confirm that an item was not properly supplied, we will provide an appropriate remedy.

 

 

15. Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please first check:

  • around the delivery location;

  • with members of your household;

  • with neighbors where appropriate;

  • with a building reception or mailroom;

  • any safe-location information provided by the carrier; and

  • tracking details supplied by the carrier.

If you still cannot locate the package, contact:

thefacilis@gmail.com

We may work with the shipping carrier or fulfilment partner to investigate the delivery.

We will handle confirmed lost-shipment claims in accordance with the circumstances, carrier information, our shipping policy, and applicable law.

 

 

16. Products Lost or Stolen After Confirmed Delivery

Our 60-Day Money-Back Guarantee does not ordinarily cover products that were successfully delivered and were subsequently:

  • lost;

  • stolen;

  • discarded; or

  • destroyed by circumstances unrelated to a product defect.

However, if you believe the carrier incorrectly marked an undelivered package as delivered, contact us so that we can investigate the shipment.

 

 

17. Order Cancellations

If you need to cancel an order, contact us as soon as possible at:

thefacilis@gmail.com

We will make reasonable efforts to cancel an order before it enters fulfilment.

However, because orders may be transmitted to third-party fulfilment partners shortly after purchase, we cannot guarantee that a cancellation request can be completed once an order has begun processing.

If the order has already been processed, packed, or shipped, you may need to wait until it is delivered and then use the applicable return or 60-Day Money-Back Guarantee process.

 

 

18. Incorrect Shipping Information

Customers are responsible for providing accurate and complete delivery information at checkout.

If you notice an incorrect address, contact us immediately.

We will make reasonable efforts to update the address if the order has not already entered fulfilment or shipment.

We cannot guarantee address changes after processing has begun.

If an order cannot be delivered because the customer supplied materially incorrect or incomplete shipping information, eligibility for a replacement or refund will depend on the circumstances and whether the package can be recovered.

This section does not apply where the delivery error was caused by Facilis or one of our service providers rather than by the customer.

 

 

19. Refund Processing

Once a refund has been approved, Facilis will submit the refund to the original payment method used for the purchase.

We generally aim to initiate approved refunds promptly.

After we submit a refund, the time required for the funds to appear in your account depends on your:

  • bank;

  • card issuer;

  • payment provider; or

  • financial institution.

This processing period is outside our direct control.

In many cases, refunds appear within several business days, although some payment providers may take longer.

If an approved refund has not appeared after a reasonable period, contact us and we will assist you in checking its status.

 

 

20. Original Payment Method

Refunds are ordinarily issued to the same payment method used for the original purchase.

For security and fraud-prevention reasons, we generally cannot redirect a refund to a different card, bank account, or unrelated payment method merely upon request.

If the original payment method is no longer available, contact us and we will determine the appropriate available process based on the payment provider's rules and applicable law.

 

 

21. Fraudulent or Abusive Refund Requests

Facilis reserves the right to investigate refund, return, replacement, and warranty requests where there is reasonable evidence of fraud or abuse.

Examples may include:

  • submitting intentionally false information;

  • repeatedly claiming that delivered orders never arrived;

  • submitting altered or unrelated photographs;

  • attempting to obtain multiple refunds for the same product;

  • returning a different product;

  • deliberately damaging a product to create a claim;

  • abusing promotional offers; or

  • engaging in organized refund fraud.

We may refuse claims that we reasonably determine to be fraudulent or abusive, subject to applicable law.

We may also restrict future purchases from accounts reasonably associated with serious or repeated fraudulent activity.

This provision does not allow us to deny a legitimate refund merely because a customer has previously made a valid claim.

 

 

22. Product-Specific Warranties

Certain products sold by Facilis may include additional warranty protection.

Not every product necessarily includes the same warranty.

Where a product includes a warranty, the applicable product page, warranty document, or other information provided before or with the purchase will identify the relevant warranty terms.

These may include information such as:

  • the length of the warranty;

  • what components are covered;

  • what types of defects are covered;

  • available remedies;

  • how to submit a warranty claim; and

  • any lawful exclusions or limitations.

A product warranty is separate from our 60-Day Money-Back Guarantee.

 

 

23. Difference Between the 60-Day Guarantee and a Product Warranty

The 60-Day Money-Back Guarantee gives eligible customers up to 60 days after delivery to decide whether they want to keep the product, subject to this policy.

A product warranty is different.

A warranty generally addresses specified defects or product problems during the warranty period identified for that particular product.

This means a product may potentially have warranty coverage even after its 60-Day Money-Back Guarantee period has ended.

For example, if a particular product is expressly sold with warranty coverage extending beyond 60 days, an eligible defect arising during that warranty period may still qualify for warranty service even though the ordinary 60-day satisfaction period has ended.

The exact warranty applicable to a product will be determined by the warranty terms associated with that product.

 

 

24. How to Make a Warranty Claim

For products expressly sold with warranty coverage, warranty requests should be submitted to:

thefacilis@gmail.com

Please include:

  • your Facilis order number;

  • the product involved;

  • a description of the problem;

  • photographs or video where relevant; and

  • any model or serial number reasonably required to identify the product.

We may ask you to perform reasonable troubleshooting steps where appropriate.

Facilis may communicate with the manufacturer, supplier, distributor, fulfilment provider, or other relevant party while handling your claim.

However, customers who purchased the product directly through Facilis may contact Facilis for assistance.

We will not reject an otherwise eligible claim merely because Facilis did not physically manufacture the product.

 

 

25. Manufacturer and Supplier Involvement

Facilis is the retailer and customer-facing seller of products purchased through our store.

Unless expressly stated otherwise, products are manufactured and supplied by independent third-party manufacturers or suppliers and may be stored and shipped by third-party fulfilment partners.

Facilis does not ordinarily manufacture or physically maintain the inventory itself.

However, Facilis remains responsible for handling eligible customer-service matters relating to purchases made directly through our store.

This includes eligible:

  • refunds;

  • replacements;

  • damaged-product claims;

  • incorrect-order claims; and

  • warranty claims.

We may work with the applicable manufacturer, supplier, warehouse, fulfilment provider, or carrier behind the scenes to resolve your claim.

You should contact Facilis first unless we specifically instruct you otherwise.

 

 

26. Warranty Exclusions

The exact exclusions applicable to a warranty will be stated in the warranty terms for the applicable product.

Where lawfully provided, warranty coverage may exclude problems caused solely by matters such as:

  • intentional damage;

  • misuse or abuse;

  • accidents occurring after delivery;

  • unauthorized modifications;

  • improper installation;

  • use outside stated operating specifications;

  • failure to follow clear operating or maintenance instructions; or

  • ordinary wear and tear where expressly excluded.

These exclusions apply only to the extent permitted by applicable law and the applicable warranty terms.

Nothing in this Refund Policy is intended to eliminate or restrict warranty or consumer rights that cannot legally be excluded.

 

 

27. Warranty Terms Available Before Purchase

Where Facilis offers a written warranty on a consumer product, the applicable warranty information will be provided or made available as required by law.

Customers should review product-specific warranty information before purchasing where warranty coverage is important to their purchasing decision.

Statements such as "1-year warranty," "2-year warranty," or similar warranty representations should be read together with the complete warranty terms applicable to that product.

 

 

28. Items Received as Replacements

If Facilis sends a replacement product because the original product was damaged, defective, incorrect, or otherwise eligible for replacement, the replacement does not automatically create a new 60-day satisfaction period unless we expressly tell you otherwise.

However, any warranty or consumer rights applicable to the replacement product remain available according to their applicable terms and law.

Nothing in this section limits rights that cannot legally be restricted.

 

 

29. Purchases Made Outside Facilis

This policy applies to products purchased directly from Facilis through our official store.

If you purchased a Facilis-listed or similar product through another retailer, marketplace, seller, or website, the applicable seller's refund and return policy generally governs that transaction.

We cannot ordinarily refund payments that were never paid to Facilis.

If you are unsure whether your purchase was made directly through Facilis, contact us with your order information.

 

 

30. Mandatory Consumer Rights

Our 60-Day Money-Back Guarantee is an additional store policy provided by Facilis.

It is not intended to replace, eliminate, restrict, or reduce any rights or remedies that you may have under applicable consumer protection law.

If applicable law gives you a refund, repair, replacement, warranty, or other remedy that provides greater protection than this policy, those mandatory legal rights continue to apply.

Any exclusion or limitation contained in this policy applies only to the extent permitted by law.

 

 

31. Changes to This Policy

We may update this Refund, Returns & 60-Day Money-Back Guarantee Policy from time to time.

Any updated version will be posted on our website with a revised "Last Updated" date.

Changes will generally apply to purchases made after the updated policy becomes effective.

We will not retroactively remove rights that already applied to a completed purchase where doing so would be prohibited by law.

 

 

32. Contact Us

For refunds, returns, replacements, damaged products, incorrect orders, missing products, warranty requests, or questions about this policy, contact:

Business name: Facilis
Email: thefacilis@gmail.com
Business address: 6614 Ave U Unit #699, Brooklyn, NY 11234, United States

Important Address Notice

The business address above is provided for business identification and administrative purposes only.

It is not a warehouse, return center, fulfilment center, customer-service location, retail store, or package-receiving address.

Do not send products, returns, warranty items, letters, or packages to this address.

For all refund, return, and warranty requests, contact:

thefacilis@gmail.com

If a physical return is required, Facilis will provide the appropriate return instructions and return location after reviewing your request.